Skore: Master Service Agreement

This Master Service Agreement is entered into by PROBABL SAS, a Société par actions simplifiée (joint-stock company) with a capital of 3 109,93 euros, registered in the Trade and Company Register of Paris under number 979 093 523, with its registered office at 10 rue de la bourse 75002 Paris France, represented by its executive vice president, François Méro, duly authorized for the purposes hereof (hereinafter referred to as "PROBABL") and the Client, identified in the order form or the purchase order (hereinafter referred to as the "Client").

PROBABL and the Client are hereinafter collectively referred to as the "Parties" or individually as the "Party".

Whereas:

PROBABL has developed Skore (“SKORE”), an AI Platform for Data Science and Machine Learning, specialized on Tabular AI.

SKORE is composed of three main elements: The harness, the hub and the lib.

The data science harness connects to any agent (e.g. Claude Code, Open Code, Cursor, Pi), any Machine Learning framework (e.g. scikit-learn, XGBoost, TabICL) and any compute (e.g. AWS, GCP, on-prem).

Skore Hub is a dashboard that enables users to verify and validate the experimentation performed by the agent.

Skore Lib is a Python library, available under MIT license, enabling users to evaluate and get insights from their predictive models, by structuring experiments in order to easily retrieve them later. The storage can either be local, on the hub, or on the customer’s own model registry.

SKORE is provided as is and in accordance with its user documentation. In this respect, the client’s choice for the type of deployment model he wishes to use is defined in the Order Form. The Client confirms that its information system as well as the computing resource, the framework and the AI agent chosen complies with technical prerequisites set out in the Documentation for the use of SKORE and that it has been provided by PROBABL with all the necessary information regarding SKORE.

SKORE notably enables:

• evaluation and reporting of machine learning models, generating recommended metrics, visualizations, and feature importance analyses;
• model validation through cross-validation reporting, with per-fold performance analysis and efficient caching of computations;
• benchmarking and comparison of candidate models to support evidence-based model selection;
• methodological guidance and diagnostics that detect common data science pitfalls before they impact model quality;
• structured storage, tracking, and sharing of experiment artifacts within projects, enabling users and agents to retrieve, compare, and build upon prior results.

SKORE may be integrated with the Client existing information systems through APIs and other connecting technologies.

The Client wishes to use SKORE.

It is under these conditions that the Client and PROBABL have come together to sign this agreement (hereinafter the "Agreement") which defines the legal and financial terms under which PROBABL provides SKORE to the Client.

It has been agreed as follows:

Purpose

The purpose of this Agreement is to define the legal and financial terms under which PROBABL:

• Grants the Client a license to use SKORE;
• Performs for the Client Support and Maintenance of SKORE, under the conditions defined in Appendix 2;
• Delivers expertise services engagement, under the conditions defined in the Order Form if applicable.

This Agreement consists of the following documents, in decreasing legal order of importance:

• This document;
• The following Appendices (the Appendices have no hierarchy among themselves):
  • Appendix 1: Compliance with the AI Act
  • Appendix 2: Support and Maintenance services
  • The Order Form: Stipulates the Product Schedule, Services Statement of Work and the associated financial conditions.

In case of contradiction between the documents mentioned above, the provisions of the articles forming the body of the Agreement shall prevail over the Appendices.

Definitions

Anomaly

Refers to any failure, malfunction, incompatibility, bug, blockage, defect, insufficiency, or non-compliance with contractual specifications, affecting all or part of SKORE and preventing its normal use. Anomalies are classified into three (3) categories:

• "Blocking Anomaly": refers to any Anomaly reproducible by PROBABL, making it totally impossible to operate or use SKORE. A Blocking Anomaly corrected via a workaround is classified as a Major Anomaly.
• "Major Anomaly": refers to any Anomaly reproducible by PROBABL that prevents the normal operation or use of SKORE. A Major Anomaly corrected via a workaround is classified as a Minor Anomaly.
• "Minor Anomaly": refers to any Anomaly reproducible by PROBABL, individually or cumulatively, which is neither classified as a Blocking Anomaly nor as a Major Anomaly. In particular, any Anomaly that does not affect the operation or use of SKORE, while being non-compliant with the Documentation, will be classified as a Minor Anomaly.

APIs

Refers to the APIs (Application Programming Interfaces) or other technologies provided by PROBABL to the Client within the framework of the Agreement, to integrate SKORE into the information systems of the Client, according to the non-limited the list defined in the product documentation.

Authorized Persons

Refers to any natural person duly authorized by the Client to access and/or manage all or part of SKORE for the exclusive needs of the Client. An integrator shall be qualified as an Authorized Person under this definition.

Business Days

From Monday to Friday, excluding French public holidays.

Business Hours

From 9:00 AM to 6:00 PM (Central European Time), on Business Days.

Calendar Days

All days of the week, including Saturday, Sunday, and French public holidays.

Calendar Hours

From midnight to midnight.

Confidential Information

Refers to all information and documents disclosed by one Party (hereinafter referred to as the "Disclosing Party") to the other Party (hereinafter referred to as the "Receiving Party") that have been identified as confidential by the Disclosing Party or that, by their nature, should be considered confidential, regardless of the medium used for this transfer or the form of this transfer.

Connectors

Refers to the software developments owned by PROBABL, enabling communication between different computer processes.

Documentation

Refers to the documentation relating to SKORE that PROBABL provides to the Client, formalizing the repository of functional and technical specifications of SKORE.

Maintenance

Refers to all actions or tasks that PROBABL performs on SKORE with the objective of keeping it operational. The services provided by PROBABL as part of the Maintenance are defined more specifically in Appendix 2.

Personal Data

Refers to any information relating to an identified or identifiable natural person (hereinafter referred to as "Data Subject(s)"); a "identified or identifiable natural person" is deemed to be a natural person who can be identified, directly or indirectly, particularly by reference to an identifier such as a name, an identification number, location data, an online identifier, or one or more specific elements related to their physical, physiological, genetic, mental, economic, cultural, or social identity.

Regulation on the Protection of Personal Data

Refers to the entire regulation applicable to the processing of Personal Data in France and the European Union, particularly the French Law n°78-17 of January 6, 1978 known as the "Loi Informatique et Libertés" as amended, as well as Regulation (EU) 2016/679 of April 27^th, 2016 concerning data protection known as the "GDPR".

Services

Refers to all the services that PROBABL commits to provide to the Client in execution of the Agreement based on the choice of the Client sets force in the Order Form, as well as the maintenance of SKORE.

Rights and Obligations of the Client

The Client agrees to:

• Respect the terms of the license he is granted under this Agreement;
• Pay the amounts in respect of payment terms due to PROBABL under this Agreement, as specified on the Order Form associated with this Agreement;
• Collaborate with PROBABL regarding its obligations related to the provision of SKORE and the Services; for this purpose, the Client agrees to designate, upon signing this Agreement, one or more persons responsible for handling PROBABL's requests during the term of this Agreement;
• Provide or ensure access to any information or elements that PROBABL may reasonably need to fulfill its obligations under this Agreement;

Rights and Obligations of Probabl

PROBABL agrees to:

• Provide the Client with SKORE as described in the Order Form;
• Ensure the support and maintenance of SKORE according to the conditions described in Appendix 2.

Financial Conditions

5.1 Price

The license of use granted to the Client for SKORE, as well as the Services, are subject to the payment of a monthly subscription, billed annually prior to the start of the subscription, the amount and financial terms of which are specified on the Order Form.

The prices indicated on the Order Form are stated exclusive of taxes and will be increased by the applicable VAT rate on the billing date.

5.2 Price adjustment

The prices set forth on the Order Form shall be subject to any annual adjustment specified in the Order Form and applied to the aggregate amount of the subscription fees, effective on each renewable date.

This adjustment will be notified by PROBABL to the Client as soon as possible and no later than two (2) months before the application of the adjusted prices. Shall the Client refuse the above adjustment, the Client will be able to terminate the Agreement for convenience in accordance with Article 7.1.

5.3 Payment terms

Invoices will be sent by PROBABL to the Client at the billing address and contact details specified on the Order Form.

Invoices are payable within thirty (30) days from the date of issuance – sent via email, without discount, by bank transfer to PROBABL's bank account FR76 3000 4029 9900 0106 8044 573, with any transfer fees being borne by the Client.

If necessary, a direct debit mandate may be signed between the Parties.

Late payment interest applicable from the day after the payment due date is three (3) times the legal interest rate applied by the Central European Bank. In accordance with Articles L. 441-10 and D. 441-5 of the Commercial Code, any late payment automatically incurs an obligation to pay a flat fee of forty (40) euros for recovery costs, in addition to late payment penalties.

In case of non-payment of all invoices by their due dates, PROBABL shall have the right to suspend its Services until full payment is made, if, after having formally notified the Client by registered letter with acknowledgment of receipt to proceed with payment within eight (8) Business Days, it has not complied, without prejudice to PROBABL's right to take legal action to recover amounts owed.

Duration

This Agreement is concluded for an initial duration of twelve (12) months unless specified differently on the Order Form and shall enter into force as of the date of signature by the Parties.

Thereafter, this Agreement will automatically renew for consecutive periods of twelve (12) months from the anniversary date of its signature by the Parties, unless specified differently on the Order Form or terminated by either Party under the conditions specified in Article 7.1 of the Agreement.

Termination

7.1 Termination for convenience

Either Party may terminate this Agreement at the expiration of the current contractual period by notifying the other Party by registered letter with acknowledgment of receipt sent no later than ninety (90) Calendar Days before the expiration date of the current contractual period.

7.2 Termination for cause

Without prejudice to any specific termination cases provided for in this Agreement, in the event of a substantial breach by one Party of any of its obligations, the other Party may terminate this Agreement by operation of law and without judicial formalities after sending a formal notice to remedy the breach to the other Party by registered letter with acknowledgment of receipt, which remains ineffective after a period of thirty (30) Calendar Days, without prejudice to any damages that may be claimed by the non-breaching Party or any other remedies it may pursue against the breaching Party.

7.3 Consequences of termination

Each Party agrees, in any case, to fulfill its obligations under the Agreement faithfully and in good faith, until the effective date of termination of the Agreement.

Intellectual Property

8.1 License granted by PROBABL to the Client

As of the subscription’s date and subject to the Client's payment of the corresponding amounts as specified on the Order Form, PROBABL grants the Client a license on SKORE under the conditions defined below. PROBABL expressly guarantees that it holds the intellectual property rights related to SKORE or has licenses granting it the necessary rights to it.

This license granted strictly and limitatively includes the right to use and exploit all or part of SKORE for its own needs by executing queries on the Client servers via connections to the APIs;

The granting of these rights is made on a non-exclusive basis, for the territory of the entire world unless specified differently on the Order Form, for any medium, and for the duration of this Agreement.

Upon expiration or termination of this Agreement for any reason, the Client shall immediately cease all use of SKORE, whether directly or by making it available to any Authorized Persons, and shall promptly uninstall and remove SKORE from all its systems, including any internal or third-party hosted servers, cloud environments or other hosting infrastructure. Upon PROBABL's written request, the Client shall certify in writing that it has fully complied with the obligations set out in this Article.

The Client and Authorized Persons acquire no rights, particularly intellectual property rights, over all or part of SKORE, all of which remain the property of PROBABL and/or their respective third-party holders. The Client and Authorized Persons only have a simple right to use SKORE as strictly defined herein.

In this regard, PROBABL expressly reserves the exclusive right to modify SKORE (including, notably, the right to adapt or translate); therefore, the Client is expressly prohibited from reproducing and/or representing SKORE, in whole or in part, on any medium and/or network other than in compliance with this Agreement.

The Client is prohibited from transferring, in any capacity whatsoever, directly or indirectly, even free of charge, the rights to use granted on SKORE by PROBABL. This includes granting any third party any rights to use, leasing, lending, contributing to a company, to an association, a joint venture (GIE), and all operations aimed at changing ownership of usage rights.

The Client must use SKORE exclusively for its own use in accordance with this Agreement, which excludes any use for the benefit of third parties.

Any deviation from this Article requires obtaining prior written consent from PROBABL through an amendment specifying the corresponding price.

8.2 Ownership of PROBABL

All intellectual property rights related to SKORE, as well as the sui generis database producer rights (Articles L. 341-1 and following of the French Intellectual Property Code), are the property of PROBABL in accordance with the provisions of the French Intellectual Property Code or, where applicable, the property of third parties who have authorized PROBABL to use them for SKORE.

This Agreement does not result in any transfer of intellectual property rights over all or part of SKORE and/or, documents, files, databases, data, general and/or specific programs, owned by PROBABL or for which PROBABL has obtained a license, and which have been made accessible to the Client under this Agreement.

The source codes of PROBABL are in no case transferred to the Client.

8.3 Guarantees offered by PROBABL to the Client

PROBABL guarantees the Client peaceful enjoyment of SKORE and declares that SKORE do not infringe in whole or in part on rights owned by third parties (author rights, patents, trademarks).

PROBABL shall indemnify, subject to the liability cap set out in Article 10, the Client against any action or claim based on infringement and/or unfair competition brought by any third party concerning SKORE, provided that the Client fulfills the following cumulative conditions:

1. The Client must immediately notify PROBABL by registered letter with acknowledgment of receipt of any claim or declaration from third parties and/or any action taken;
2. The Client must collaborate in good faith to the defense by providing assistance to PROBABL;
3. The Client must give PROBABL control over the defense and/or any action, including seeking a settlement, and must collaborate loyally in such defense by timely providing all elements, information, and reasonable assistance necessary to carry out such defense.

The Client expressly agrees not to acknowledge the validity of a claim without prior written consent from PROBABL.

8.4 Outputs

All outputs generated by SKORE are and remain the property of the Client.

8.5 Improvement of SKORE

The Client authorizes PROBABL to use and incorporate into SKORE any suggestions, requests for improvements, recommendations, corrections, or other feedback provided by the Client and / or, Authorized Persons regarding the operation of SKORE.

Confidentiality

Unless obtaining prior written authorization from the Disclosing Party, the Receiving Party agrees to maintain the confidentiality of Confidential Information and not to exploit it for purposes unrelated to the Agreement.

In the event that the Receiving Party must communicate Confidential Information to third parties for the execution of this Agreement, it agrees to limit the disclosure of such Confidential Information to what is strictly necessary and undertakes to obtain from these third parties the same confidentiality commitment.

The Receiving Party is released from this confidentiality obligation if it can prove that the Confidential Information has entered the public domain and, at the latest, five (5) years after the termination of the Agreement, regardless of the cause.

If the Receiving Party receives a request from an administrative or judicial authority for access to this Confidential Information, it must, unless legally compelled otherwise:

• Immediately notify the Disclosing Party;
• Provide the Disclosing Party with all possible assistance related to this request, including supplying all details regarding the request.

Liability

In the context of executing this Agreement, PROBABL is bound by an obligation of means.

PROBABL's liability under this Agreement is limited to direct damages caused to the Client, regardless of the legal basis, and shall not exceed the amount paid by the Client to PROBABL during the twelve (12) months preceding the occurrence of the damage.

The Client may only claim compensation if it sends a claim by registered letter with acknowledgment of receipt to PROBABL within ten (10) Business Days following the occurrence of the event in question.

PROBABL's liability cannot be engaged in any event if difficulties (or even impossibilities) arise in using SKORE due to non-compliance of the Client’s information systems with prerequisites communicated by PROBABL.

The quality and/or accuracy of Client’s Data used in SKORE is the sole responsibility of the Client and PROBABL shall have no liability regarding any damages arising in connection therewith.

Force Majeure

The liability of the Parties shall not be engaged in the event of force majeure as defined by Article 1218 of the French Civil Code. It is expressly agreed that the following events shall have the effects of force majeure, even if they do not possess the legal characteristics of force majeure or fortuitous events:

• Except where resulting from an act or omission, even if involuntary, of that Party, its partners, or subcontractors: fire, explosion, or water damage occurring in PROBABL's premises and/or a server center, flooding, theft of all or part of the equipment, lack of fuel or electrical energy, interruption or delay in telecommunications, temporary shutdown of equipment in a server center;
• In any case, any work stoppage for one of the Parties or any of its suppliers or subcontractors, lockouts, epidemics, wars, requisitions, strikes, hurricanes, tornadoes, earthquakes, nuclear and/or electromagnetic incidents, revolutions, legal moratoriums, acts of authority, theft of all or part of the equipment, frost, lack of raw materials, mechanical or computer accidents, Internet network failures, global cyber-attacks, intrusion by an antivirus unknown to market antivirus software at the time of the attack.

In the event of such an occurrence, the affected Party must inform the other Party by any means within five (5) Business Days.

Neither Party may be held liable for the harmful consequences of an event of force majeure as defined in this clause. The Parties undertake to do their utmost to limit the duration and consequences of such an event.

If the impediment is only temporary, the effects of this Agreement will be suspended until the cessation of the force majeure event. However, if the duration of the impossibility to perform exceeds thirty (30) Calendar Days, the Parties agree to meet as soon as possible to negotiate in good faith an adaptation of the Agreement. In case this negotiation fails or if it is determined that it is impossible to continue this Agreement definitively, it shall be terminated by operation of law at the initiative of the most diligent Party by sending a registered letter with acknowledgment of receipt to the other Party.

Insurances

PROBABL declares that it holds a professional liability insurance policy covering all activities and obligations arising from this Agreement. PROBABL commits to maintaining this policy for the entire duration of this Agreement and will provide proof to the Client upon simple request by supplying a certificate from its insurers, listing the coverage provided, their amounts, and their duration of validity.

The Client acknowledges that it is responsible for anticipating and quantifying any damages it may suffer in case of difficulties arising in connection with the execution of this Agreement, whose terms and conditions (including financial terms) have been established considering PROBABL's limitations and exemptions from liability. Consequently, the Client acknowledges and agrees that it is its responsibility to insure against all risks it deems appropriate given its particular situation and the terms of this Agreement.

Reference

Each Party authorizes the other to mention the existence of this Agreement without revealing any other details, particularly pricing, subject to compliance with the provisions of this Article.

With prior agreement from PROBABL, the Client may state that it uses SKORE. The Client may use PROBABL's trademarks and logos in its promotional materials, regardless of the medium. PROBABL retains the right to control the presentation of its respective trademarks and logos.

PROBABL may mention that the Client is using SKORE. With prior agreement from the Client, PROBABL may use the Client's trademarks and logos in its promotional materials, regardless of the medium. The Client retains the right to control the presentation of its respective trademarks and logos.

Safeguard Clause

In the event of an unpredictable economic, political, or monetary event independent of the Parties' that results in an increase of at least ten percent (10%) in the execution price of the Services for PROBABL, the Parties agree to meet as soon as possible to negotiate in good faith and by mutual agreement new terms under which the Agreement could continue under conditions similar to those existing at its signing.

The Parties' agreement will be formalized by the signing of an amendment to this Agreement. In the absence of an agreement, either Party may unilaterally terminate the Agreement by simply sending a registered letter with acknowledgment of receipt.

Non-Solicitation

During the execution of this Agreement, each Party expressly agrees not to solicit, in any capacity or under any terms, directly or indirectly, any employee of the other Party or its subcontractors with whom it has been in contact to execute this Agreement. This obligation remains valid for twelve (12) months following the expiration of this Agreement for any reason.

Declaration of Mutual Independence

The Parties act independently of each other, and without the application of this Agreement shall not be deemed to create an employment agreement, mandate, or any subordination relationship between them, nor an association, company, or any other form of grouping between the Parties. Therefore, each Party shall not under any circumstances make commitment(s) on behalf of the other Parties.

Assignment – Change of Control

This Agreement may not be transferred or assigned by a Party, in any form to a third party, in whole or in part, without the prior express written consent of the other Party obtained through an amendment to this Agreement.

All or part of the shares comprising PROBABL's share capital may be freely transferred, contributed, or transmitted between shareholders and/or to one or more third parties, even if it results in a change of control of PROBABL as defined in Article L. 233-3 of the French Commercial Code, and this Agreement will remain in full force and effect.

Non-Waiver – Invalidity of a Clause

The failure of either Party to request the enforcement of a provision of this Agreement or to exercise its rights hereunder, including the failure to invoke a breach of any obligations mentioned in this Agreement, shall in no event be considered as a waiver by that Party of its right to subsequently request the enforcement of all provisions of this Agreement, and in particular the exercise of the right of termination.

If one or more provisions of this Agreement are held to be invalid or declared so under a law, regulation, or as a result of a final decision by a competent court, the other provisions shall retain their full validity unless they are inseparable from the invalid provision, in which case the Parties will make every effort to agree on an equivalent provision to replace the declared null and void provision.

Any modification made to this Agreement and/or its Appendices must be subject to an amendment signed by the Parties.

Electronic Signature

The Parties agree that the electronic signature process used to express each Party's consent to enter into the Agreement produces legal effects equivalent to those of a handwritten signature. The Agreement signed electronically thus has the quality of an original document with probative force. The obligations incumbent upon each Party under the Agreement are enforceable against it and may be implemented in court. The requirement for multiple originals is deemed satisfied in accordance with the provisions of Article 1375 of the French Civil Code.

Applicable Law and Jurisdiction

For the execution of this Agreement, the Parties elect domicile at their respective registered offices.

This Agreement is governed by French Law.

The Parties will attempt to amicably resolve any disputes related to this Agreement, particularly regarding its formation, validity, execution, interpretation, or termination, and more generally, any relations between the Parties.

If the Parties fail to reach an agreement within two (2) months from the occurrence of the dispute, after formal notice evidenced by a registered letter with acknowledgment of receipt sent by the claimant to the other Party, left unanswered, this dispute will be submitted to the jurisdiction of the courts of Paris.

Appendix 1: Compliance with the AI Act

1. PROBABL compliance with the AI ACT

PROBABL represents and warrants that SKORE is designed, developed, made available, and maintained in compliance with Regulation (EU) 2024/1689 laying down harmonized rules on artificial intelligence (the “EU AI Act”), as amended from time to time.

The Provider shall, to the extent applicable to its role under the EU AI Act, implement and maintain appropriate technical, organizational, and governance measures necessary to comply with its obligations as provider thereunder, including, where required and communicable to the Client upon request:

• maintaining the required technical documentation and records;
• implementing appropriate risk management, cybersecurity, and human oversight measures;
• providing the Client with the information and instructions necessary for lawful use of the AI System;
• cooperating with competent regulatory authorities as required by applicable law.

PROBABL reserves the right to update, modify, suspend, or restrict certain functionalities of SKORE where reasonably necessary to ensure ongoing compliance with applicable legal or regulatory requirements, including the EU AI Act.

Except as expressly provided herein, PROBABL does not warrant that SKORE will operate without interruption or error, nor that outputs generated by PROBABL will be exhaustive, accurate, or fit for any particular purpose. The Client acknowledges that outputs generated by artificial intelligence systems may contain inaccuracies, omissions, biases, or non-deterministic results and agrees to implement appropriate human review and validation prior to relying upon or using such outputs.

2. Client Responsibility for use of SKORE

The Client shall use SKORE strictly in accordance with applicable laws and regulations, the documentation and instructions provided by PROBABL, and the terms of this Agreement.

The Client acknowledges and agrees that it is solely responsible for:

• the manner in which it uses, deploys, configures, or integrates SKORE;
• the data, prompts, instructions, and content submitted to SKORE;
• verifying and validating any outputs, recommendations, analyses, or generated content produced by SKORE prior to reliance, publication, communication, or implementation;
• ensuring that any use of SKORE complies with applicable laws relating to data protection, intellectual property, consumer protection, employment, discrimination, and artificial intelligence regulation.

The Client shall not use SKORE for any unlawful purpose, nor in any manner that could infringe the rights of third parties or violate applicable regulations, including prohibited AI practices under the EU AI Act.

PROBABL shall not be liable for:

• decisions made by the Client or third parties on the basis of outputs generated by SKORE;
• any modification, misuse, or use of SKORE outside the scope of the documentation or PROBABL’s instructions;
• any data or content supplied by the Client or third parties.

The Client shall indemnify and hold harmless PROBABL against any third-party claims, losses, liabilities, damages, costs, or expenses arising out of or in connection with the Client’s use of SKORE in breach of this Agreement or applicable law.

Appendix 2: Support and Maintenance service

1. Deployment model

SKORE is delivered as software installed and operated by Customer in an environment Customer control — on-premises or in Customer's own cloud account ("Bring Your Own Cloud"). PROBABL does not host, operate, or monitor the deployment and has no standing access to it.

Consequently:

• PROBABL gives no availability, uptime, or performance commitment. Operation of the environment is Customer's responsibility.
• All Services are provided remotely, from information Customer supplies.
• Response commitments in Section 4 relate to PROBABL's response, not to resolution or to Customer's system behavior.

2. Covered software

Services apply only to the Supported Versions (Section 5) running on a Supported Configuration as documented in the SKORE deployment documentation in force.

3. Support services

a. Scope. Diagnosis and correction of reproducible defects; assistance with installation, configuration, and upgrade; and reasonable technical questions on documented functionality.

b. Channel. A single support address, [support@probabl.ai], optionally supplemented by a shared Slack/Teams channel. Tickets opened by any other route are not tracked.

c. Named contacts. Customer designates up to [3] trained technical contacts authorized to open tickets. Customer may replace them on written notice.

d. Hours. 9:00–18:00 CET/CEST, Monday to Friday, excluding French public holidays ("Business Hours"). Requests received outside Business Hours are deemed received at the start of the next Business Day.

e. Language. French or English.

4. Severity levels and response targets

Severity is proposed by Customer and confirmed by PROBABL, acting reasonably. PROBABL will use commercially reasonable efforts to correct confirmed defects, by way of a fix, a patch, a workaround, or a configuration change, at PROBABL's option. No resolution deadline is guaranteed. Response clocks are suspended while PROBABL is awaiting information, diagnostics, or a decision from Customer.

5. Maintenance

a. Releases. Customer is entitled to all corrective and minor releases (x.y.z) and to major releases (x.0.0) of the covered components published during the term, together with their documentation. Delivery is by the agreed distribution channel (private registry, AMI, Helm chart, or signed archive)

b. Supported Versions. The current minor release and the one immediately preceding it, for a maximum of 12 months from the publication date of a given minor release. Defects are corrected in the current release only; Customer must upgrade to receive a fix.

c. Security. PROBABL notifies Customer of security vulnerabilities it identifies as affecting the covered components and provides a patch or mitigation within a reasonable period, prioritized by severity. Because PROBABL has no access to the deployment, applying patches is Customer's responsibility.

d. Upgrade assistance. Up to [2] remote upgrade support sessions of up to half a day per Agreement year are included. Additional assistance is billed as professional services.

e. End of life. PROBABL gives at least [6] months' notice before ending support for a major version.

6. Exclusions

The Services do not include:

a. Defects arising from modification of the software by anyone other than PROBABL, unsupported configurations, Customer's own code or skills, or failures of Customer's infrastructure or third-party services.

b. Support for open-source components beyond best efforts: PROBABL will route relevant issues upstream but does not commit to fixes in software it does not control.

c. Data science work, model development, prompt or skill authoring, data preparation, training, forward-deployed engineering, or custom development. These are available separately as professional services.

d. On-site intervention, out-of-hours coverage, and dedicated resources, unless separately agreed in writing.

7. Customer responsibilities

Customer shall:

a. maintain the deployment on a Supported Version and a Supported Configuration;

b. provide, with each ticket, a clear description, reproduction steps, version numbers, and the support bundle (logs, configuration, environment details) generated by the documented SKORE diagnostic command;

c. ensure that any data transmitted to PROBABL for diagnostic purposes is anonymized and cleared up for disclosure by Customer. The Client acknowledges and agrees that the data must be effectively anonymized, so that they no longer constitute Personal Data under the Regulation on the Protection of Personal Data. Such anonymization is a prerequisite for PROBABL to provide the Maintenance and Support Services.

d. make its named contacts reasonably available during diagnosis;

e. perform its own backups; PROBABL bears no responsibility for data loss.

PROBABL handles any Customer data received in the course of the Services in accordance with the confidentiality provision of the Agreement and uses it solely to provide the Services.

8. General

The Agreement's provisions on liability, warranties, intellectual property, confidentiality, personal data, governing law, and dispute resolution apply to these Terms and are not extended by them. In particular, the Services are provided as an obligation of means.